Bag damaged by Flysafair not paid for damages

For the first time since Flysafair become my preferred low cost carrier, its obvious that things are changing for the worst. My bags wheels were damage due to being thrown or some harsh treatment during my recent trip with them. i immediately reported the matter to their personnel at the airport. Forms were send for me to fill, they lost them and i had to resend. i Eventually got and answer that they will not pay for the damage caused by them. What disturbs me most is that i boarded with my bag and they took it at the aircraft stairs as LOFO baggage.

This is their response

Good day Mncedisi

Trust this email finds you well.

Sincere apologies about what has happened to your luggage and the delay. We try to compensate passengers for loss or damages to their luggage and contents, and we do not condone mishandling of luggage in any way.

Unfortunately, as per security and airport handling regulations mean that we as an airline cannot have full control of passengers’ luggage during the travel process. If we did have full control through the process, then we would be happy to take full responsibility for the luggage. We have worked with insurance partners to offer a solution to help people to protect their luggage through this process.

I do regret to inform you that your claim was declined as per our terms and conditions (Section 7.13) which states that we will not accept any liability for scratches, cosmetic or minor damage to Baggage, including but not limited to damage to wheels, zips and locks, nor for any items protruding from baggage, such as handles or trolleys.

Regards